Missing Deposit - Cashout Processing

Article Title

Missing Deposit (Compliance Investigation) - Cashout Processing

Category
Deposit and Bonus / Missing Deposit

General Information

A Missing Deposit (Compliance Case) occurs when:

• A deposit shows as declined or rejected in the Backend, BUT
• The bank or payment processor shows the transaction as approved/charged

These cases require formal investigation by Compliance and the payment processor.

Purpose / Objective

To guide operators and Compliance on handling missing deposit investigations, validating documentation, and resolving discrepancies with payment processors.

Scenario / Use Case

A case is escalated where:

• Player provides proof of charge
• Backend shows deposit did not credit to their account
• Investigation is required to confirm if funds were taken in error

Operator Actions (Initial Review)

1. Confirm Backend Status

• Verify that the transaction:
  • Shows as declined or rejected in Backend

2. Validate Case Details

Ensure the case includes ALL required information:

• Date of transaction
• Date shown on bank statement
• Payment method used
• Transaction amount

3. Missing Information Handling

• If any required details are missing:
  • Reassign the case to PSC (Player Support Center)
  • Request completion of missing details

4. Escalate to Compliance

• Once all information is confirmed:
  • Update case notes
  • Reassign to Compliance Manager Escalation

Bank Statement Requirements

The player must provide an official bank document that includes:

✅ Player’s full name
✅ Financial institution name
✅ Account number
✅ Transaction dates covering the missing deposit

Compliance / Manager Actions

1. Access Payment Processor System

• Log into the relevant payment method web service

2. Search Transaction

• Verify whether the transaction:
  • Was successfully processed

3. Determine Outcome

✅ If Transaction WAS Completed

• Process a refund through the payment processor system
• Update the case with findings and action taken

❌ If Transaction Was NOT Completed

• Update case with findings
• Reassign case back to PSC

Key Rules

• Backend decline + bank approval = valid investigation case
• Always verify complete details before escalation
• Bank statement must meet strict documentation requirements
• Refunds (if applicable) are processed through payment processor, not manually credited

Additional Information / Tips

• Missing details delay investigations
• Always confirm backend status before escalation
• Ensure accuracy when matching bank statement vs system data
• Maintain clear, detailed case notes

Variations / Related Questions

• “My bank shows a charge but I didn’t get the funds”
• “Why was I charged but didn’t receive my deposit?”
• “Where did my deposit go?”

Common Issues / Troubleshooting

• Issue: Missing case details
  → Return to PSC for completion

• Issue: Bank statement incomplete
  → Request updated documentation

• Issue: Transaction not found in processor
  → Return case to PSC

• Issue: Transaction confirmed successful but not credited
  → Refund via processor

Case Logging Notes (Examples)

• “Deposit declined in backend, approved on bank statement. Details verified and escalated to Compliance.”
• “Missing required transaction details. Returned to PSC for completion.”
• “Transaction confirmed in payment processor. Refund issued and case updated.”

Summary Workflow

1. Confirm backend decline
2. Validate all case details
3. Verify bank statement
4. Escalate to Compliance
5. Compliance checks processor
6. Refund (if applicable) OR return to PSC
7.